Frequently Asked Questions

E-mail: info.whitby@thermea.com

Telephone: 1 289-483-0121 or 1 866-484-1112, Monday to Friday, 9 a.m. to 9 p.m., Saturday and Sunday, 9 a.m. to 5 p.m.

Instant messaging: 7 days a week, between 8 a.m. and 9 p.m.

Spa Village

7 days a week from 8 a.m. to 10 p.m.

Instant Messaging Assistance  

7 days a week, between 8 a.m. and 9 p.m. 

Phone Support 

Monday to Friday, between 9 a.m. and 9 p.m.
Saturday and Sunday, between 9 a.m. and 5 p.m.

Only those aged 19 and over may use the Spa Village facilities. However, at certain times of the year, the Village organizes family days. On these special days, children aged 8 and over can visit the Village accompanied by an adult. Sign up for our newsletter to be informed as soon as the next family day is announced.

No, but you can add it to your reservation. You'll be able to enjoy over 25 thermotherapy facilities - including saunas, baths and rest areas.

From the time you arrive until closing time. However, if you leave the Village during the day, you will not be able to return.

Silence is mandatory in certain areas of the Village, in all saunas and in the Kalla bath. Elsewhere, you may speak in a low voice. We ask you not to speak louder than the Village waterfall.

The Spa Village is open year-round, rain or shine. All areas of the Village have been designed to allow you to enjoy your experience, whatever the weather. Please note that we do not offer compensation due to weather conditions. However, if you have reserved and wish to reschedule your visit, you can do so free of charge by contacting us by phone or instant messaging up to 24 hours before your reservation time.

Telephone: 1 289 483-0121 or 1 866 484-1112

Monday to Friday, between 9 a.m. and 9 p.m.
Saturday and Sunday, between 9 a.m. and 5 p.m.

Instant messaging: 7 days a week, between 8 a.m. and 9 p.m.

Please note that in the event of thunderstorms, the baths will be temporarily closed. See terms and conditions for details.

Artisans' tip: Rainy days are often the least busy. Shelter in one of our many rest areas and enjoy a moment of respite to the sound of soothing rain. And, after a sauna or a warming bath, let the refreshing rain cool your body.

The baths, relaxation areas and saunas are reserved for people aged 19 and over. However, we do have a room for breastfeeding or expressing milk. 

If you wish to breastfeed or express milk during the day, please let us know when you arrive. When you're ready, go to reception. A member of our team will accompany you to the lactation room. If you wish to breastfeed, the person accompanying your baby can meet you at reception and wait there.

Pregnant women can benefit from a visit to the Spa Village. Several facilities and experiences can help relieve tension, soothe heavy legs and improve sleep. Here are just a few suggestions:

1. The Experience Plus Kalla to float in a saltwater bath, ideal for lightening body and mind.

2. A body treatment, most of which are safe during pregnancy. 

3. The temperate pool, whose temperature is around 21°C.

4. Numerous indoor and outdoor rest areas like our hammock forest during warmer months, outdoor fire rings and relaxation pavilions sheltered from the sun or rain.   

5. Mom-To-Be massage, using pregnancy-safe products and adapted according to the trimester. Pregnant women should consult their doctor before receiving their first massage, especially if their pregnancy is considered high-risk. 

6. A gourmet meal in good company at one of the Village's restaurants.

Please note that hot baths over 37°C, saunas and exfoliation are not recommended during pregnancy. It's important to always consult your doctor before making a reservation to receive personalized medical advice.

Yes, bathing suits must be worn at all times throughout the Spa Village.

Our water quality exceeds the highest standards.

Here are the procedures in place: 

• All Village pools are tested frequently every day by our team of certified pool operators trained for the Spa Village's specific needs. 

• State-of-the-art equipment, powerful supply and pumping systems, ensure complete filtration of the water in our pools every 30 minutes. A computerized control system analyzes the water in real time, and our automated control systems add chlorine to the water and disinfect as required. In addition, each bath is equipped with UV lamps that continuously purify the water. All these protocols guarantee exceptional water quality throughout the Village. 

• All systems are automated and highly reliable. What's more, our teams analyze the data generated by the equipment every three hours. As a result, water quality always complies with the most stringent industry standards.

No, we don't offer subscriptions at the moment.

To maintain the joy and calm of the Spa Village, cell phones are not permitted on the site, including in the baths, the saunas, the rest areas, the Kalla pool, and the massage and treatment waiting area. However, you can use your phone in the boutique, lobby, front desk, check-in area, restaurants, and locker rooms. 

Phone calls are only allowed in the lobby and front desk areas. Photos and videos can be taken in the boutique, lobby, front desk area, and restaurants, but please be mindful of other guests’ privacy at all times. 

eReaders are welcome throughout the Spa Village, so feel free to bring them along. 

We encourage you to disconnect from the outside world and reconnect with your inner smile during your visit. 

Yes, upon arrival, all guests must sign a waiver releasing Thermea Spa Village from any loss, damage, accident, illness and other items specified in the waiver. Signing the waiver is required for access to the Spa Village. Thank you for your understanding.

Thermea Spa Village Whitby supports worthy causes, projects and events in line with its mission, vision and values, according to the following criteria: 

• Initiative or cause in the fields of wellness, sports, fashion or gastronomy
• High visibility
• Ability to effectively reach our target audience 

Applications can be submitted throughout the year. We invite you to submit your request at least four weeks before the desired response date. 

Please note that we only offer contributions in the form of goods or services. Any request for sponsorship in the form of financial support will be refused. You can send your requests to marketing.whitby@thermea.com

No, no corporate packages are currently available.

No, it is not possible to organize a corporate event at Thermea Spa Village.

Groupe Nordik, a company based in the Ottawa-Gatineau region. Groupe Nordik develops experiences that offer the very best in wellness. Learn more by visiting the Groupe Nordik website.

Yes, it is mandatory to reserve your Spa Village access, a treatment or a massage. This allows us to better control traffic and ensure a pleasant environment at all times. It's easy to book online. We recommend that you do so at least two weeks in advance to ensure you get the date and time of your choice. Please note that last-minute same-day bookings may be possible.

Access to the dry and steam saunas, hot and cold baths, rest areas and Village Rituals. You can enhance your moment of respite by adding a massage, treatment or Experience Plus to your day. Once you're here, you'll be able to enjoy a diverse and tasty range of dining options. Book an access to the Spa Village.

• Bathing suit and sandals, mandatory at all times, anywhere in the Village
• Electronic ticket (printed or not) 
• Reusable water bottle (glass water bottles are prohibited)

Optional, but nice: 

• Book
• Lip balm
• Sunscreen
• Warm hat for cold days

A bathrobe, towels and a locker that opens with a contactless wristband are included with your reservation of a Spa Village access.

We ask you not to bring them. Towels and a bathrobe are included with Spa Village reservations. Please note that you can change your towels during the day.

No, it is not possible to leave the Spa Village and return later in the day. 

Village access: report to reception at the time of your reservation. 

Body care, facial or massage: arrive 15 minutes before your appointment. 

All Spa Village purchases are made using a contactless wristband. When you arrive, you'll receive a contactless band that allows you to open your locker and make purchases. From meals and drinks to boutique purchases, complete a transaction by touching your wrist to the terminal.

On the day of your visit, a pre-authorization of $150 per guest of the same reservation is deducted from your credit card, enabling you to make purchases using the wristband. This amount will be automatically adjusted after your visit to reflect purchases made. If the $150 limit is reached during your visit, another pre-authorization will automatically be made.

The Village Code sets out the practices you need to adopt to reconnect with nature, your inner good humour and the joy of being together. Knowing these practices will help you make the most of your moment of respite, while helping to preserve the Village's blissful atmosphere.

Products such as chlorine and salt are used in baths to maintain water quality that exceeds all standards of excellence. However, while these products help preserve water quality, they can affect the durability of swimwear, without causing major damage. Although every swimsuit is designed differently, here are a few simple tips to extend its life:

1. We recommend that you wear a swimsuit designed to resist chlorine, salt, sweat, sunscreen and UV rays. Your swimsuit will be exposed to most or all of these elements during your visit.

2. A wet swimsuit will tend to absorb less chlorine and salt. For this reason, shower with your bathing suit before using the facilities.

3. When you get home, rinse your swimsuit to wash away sweat, salt and chlorine that could damage the fabric.

Village restaurants offer vegan, vegetarian, nut-free, gluten-free and lactose-free dishes; all identified on the menus. If you have any special requests or allergies, simply mention them to your waiter.

No, not at the moment. We allocate tables on a first-come, first-served basis. Please note that the restaurants are only accessible to people who have reserved a Spa Village access.

An 18% gratuity is automatically included in our restaurants for a worry-free experience. 

No. The Village's restaurants offer a variety of dishes, from prepared-to-order options to a gourmet menu inspired by local flavours.

No, we don't offer Wi-Fi. We want to offer you an environment where you can reconnect with nature and your inner smile, away from the hassles of everyday life.

Yes, bathing suits are mandatory throughout the Spa Village. For more information, read the Village Code. 

Yes, we offer universal locker rooms with private changing cubicles.

In the free Spa Village parking lot. 

The GO train has a station in Whitby from which you can take a bus, cab or Uber to and from the Spa Village. You can also use a carsharing service like Communauto or ZipCar.

Reservations are mandatory and can be made online or by telephone.

By phone: 

1 289 483-0121 or 1866 484-1112

Monday to Friday, 9 a.m. to 9 p.m.
Saturday and Sunday, between 9 a.m. and 5 p.m.

To cancel a reservation, please write to info@thermea.com. 

Please note that: 

• At least 48 h before your reservation time: fully refundable

• Between 24 and 48 h before your reservation time: a credit equivalent to the amount of the reservation will be offered in the form of a gift certificate sent to the e-mail address used at the time of reservation. You can then apply it to a future visit. 

• Up to 24 h before your reservation time: it is possible to postpone your reservation to another date. 

• Less than 24 h before your reservation: call us at 1 289 483-0121 or 1 866 484-1112, Monday to Friday, 9 a.m. to 9 p.m., Saturday and Sunday, 9 a.m. to 5 p.m., or contact us by instant messaging, daily, 8 a.m. to 9 p.m. Change fees will apply.

You can modify or cancel your reservation by sending us an e-mail. The total amount of your reservation will be refunded to the payment method used at the time of booking if it is cancelled or modified at least 48 hours before the arrival time. You can postpone your reservation up to 24 hours before your arrival time. For cancellations made between 24 and 48 hours before booking, a credit in the form of a gift certificate will be issued and sent to the e-mail address used at the time of booking. This credit can be applied to a future reservation. Changes made with less than 24 hours' notice will incur a cancellation fee.

Whether for a Spa Village access, a treatment, a massage or an Experience Plus, reservations must be made and paid for online.

To be accepted and honoured, all reservations must be made with a valid credit card that is legitimate for use by the cardholder. Nordik Spa Village reserves the right to cancel any transaction made with a credit card not recognized by our institution and/or the competent authorities.

Spa Village access: Upon arrival, an additional $150 pre-authorization will be held on the same credit card, allowing you to charge your purchases directly to your account using a contactless wristband. If the limit is reached during your visit, another pre-authorization will be made automatically.

Yes, it is mandatory to reserve your access to the Spa Village, a treatment or a massage. This allows us to better control traffic and ensure a pleasant environment at all times. It's easy to book online. We recommend that you do so at least two weeks in advance to ensure you get the date and time of your choice. Please note that last-minute same-day bookings are sometimes possible.

Up to four guests. Reservations can be made online or by phone. 

By phone: 1 289 483-0121 or 1 866 484-1112

Monday to Friday, between 9 a.m. and 9 p.m.
Saturday and Sunday, 9 a.m. to 5 p.m. 

1. Choose the right treatment or massage for you. Here are a few questions to help you make the right choice:

• Do you want to focus on a particular area or go deeper?
• Do you simply want to relax? 

Whatever type of massage or treatment you choose, the massage therapist or esthetician will adapt the session to suit your needs. 

2. The day of your appointment 

Arrive 15 minutes before your appointment time. This will allow you to complete our health questionnaire at your leisure.

3. What to wear 

For massages and certain treatments, we suggest you undress completely. This improves the fluidity of movements and facilitates the application of products. However, you can keep your underwear on if you prefer. To ensure your comfort and privacy, you will always be covered with a sheet during the massage or treatment, and only the part of your body being treated will be uncovered.

4. During your session

To make the most of this relaxing treatment experience, we encourage you to chat with your massage therapist or esthetician throughout the session. Feel free to ask questions, talk about areas of tension, share your expectations or any discomfort. Communication is the key to ensuring that your treatment is as beneficial as it is soothing.

No, a Spa Village access is not included with a massage or treatment booking. Add it to your reservation to enjoy over 25 thermotherapy facilities - including saunas, baths and rest areas.

Yes, you can enjoy a massage or a body or facial treatment without booking a Spa Village access. Please note that massages and treatments do not include a Spa Village access. If you wish to enjoy the widest selection of mind and body wellness experiences in North America, you must reserve access to the Spa Village in addition to your massage or treatment.

Yes, all our massage therapists are Registered Massage Therapists (RMTs).

At the end of the massage, an insurance receipt is sent by e-mail. We suggest that you validate your coverage with your insurer beforehand and confirm their requirements. Please note that body and facial treatments are carried out by estheticians, and the costs associated with these treatments are generally not covered by insurance companies.

No, body and facial treatments are carried out by estheticians, and the costs associated with these treatments are generally not covered by insurance companies.

Please arrive 15 minutes before your massage or treatment. This will allow you to complete our pre-session health questionnaire without feeling rushed.

We understand that life can be unexpected. That's why we offer a 15-minute grace period before and after your appointment time.

If you expect to arrive more than 15 minutes late, please contact us by phone or instant messaging to change your arrival time. We will do our best to reschedule your appointment according to remaining availability. Thank you for your understanding and cooperation in keeping to your reservation time.

Yes, we can send you your insurance receipt again. Please write to us at info.whitby@thermea.com and include the following information:

• Your full name
• The date of your visit 
• A brief message saying that you would like to receive your receipt again

Your receipt will be emailed to you within two to three business days.

For massages and certain treatments, we suggest you undress completely. This improves the fluidity of movements and facilitates the application of products. However, you can keep your underwear on if you prefer. To guarantee your comfort and privacy, you will always be covered with a sheet during the massage or treatment, and only the part of your body being treated will be uncovered.

People with heart problems, high blood pressure, at-risk pregnancy, angina pectoris and diabetes are advised to consult their doctor before booking a massage. If you have been diagnosed with cancer, are in remission or have undergone major surgery in the last three months, a note from your doctor may be required. 

No, tipping is at your discretion. We suggest a minimum tip of 15%, which you can add to your bill at the upstairs boutique, downstairs main desk or give in cash.

Anyone aged 19 or over can enjoy a massage, body treatment or facial.

The Mom-To-Be massage is perfect for pregnant women. The products used during the treatment do not contain essential oils, as these are not recommended during pregnancy or breastfeeding. 

Our estheticians have chosen Comfort Zone, an entirely vegan and natural range of products. These different formulas have been making all skin types glow around the world since 1996. It's in a botanical garden in Italy that chemists, biologists and dermatologists discover living ingredients with powerful effects, and play with their compositions to create pleasing textures. Serums, creams, exfoliants, masks, lotions, cleansers, gels, oils and thermal mud are just some of the options available to make body and mind smile in the space of a treatment. All dermatologist-tested, the products address a multitude of skin conditions and needs, from deep hydration to irritation-free exfoliation.

People with heart problems, high blood pressure, high-risk pregnancy, angina pectoris and diabetes are advised to consult their physician before booking a massage. If you have been diagnosed with cancer, are in remission or have undergone major surgery in the last three months, a note from your doctor may be required.

Thermal cycle: The hot-cold-rest cycle may present risks for people with angina, heart or respiratory problems, diabetes, hypertension or hypotension, especially when these conditions are considered severe or uncontrolled. 

Massages and treatments: If you've been diagnosed with cancer, are in remission or have undergone major surgery in the last three months, you may be asked for a note from your doctor.  Before any massage, body treatment or facial, all our guests must complete and sign a medical form to inform us of their state of health. We recommend that you consult your doctor for personalized medical advice tailored to your situation.

Please note that hot baths over 37°C, saunas and exfoliation are not recommended during pregnancy. It's important to always consult your doctor before making a reservation to receive personalized medical advice.

Thermea Spa Village was built to follow nature. The Village's facilities follow the variations in the terrain, making steps and inclines necessary.

An elevator can be used to access our main building, including lockers and our massage and treatment rooms. Our foot care treatment room is not accessible, however, we can arrange another treatment room accordingly. 

Accessible parking spaces, located near the main entrance If necessary, please contact us before your visit. We'll do everything we can to make your visit easier and find options that suit you.

A gift certificate can be used for any reservation. Here's how:

1. Visit the online booking platform and select the date you wish to visit.

2. Enter your details and those of your companions. Up to three other people can be added to the reservation.

3. Add treatments or Experiences Plus to the reservation (optional).

4. After entering the billing address in the appropriate field, select “Gift certificate” from the drop-down menu. Then enter the barcode (starting with OW or OL) and the date of purchase.

5. Click on “Validate” to apply the gift certificate amount to the reservation.

Whether or not there is still a balance to pay, enter the credit card information you wish to add to the file. This will be used for pre-authorization when necessary. Once your reservation is complete, you'll receive an e-mail containing your Spa Village access.

Click here to access the verification page. Enter the serial number in the upper right-hand corner of your gift certificate and the purchase date above the serial number. Click on “Check balance”.

No, gift certificates are always valid. Please note that it is always possible to use their monetary value to reserve the services of your choice, whether access to the Spa Village, a massage, a treatment or an Experience Plus.

Promotional gift certificates are valid for one year only and have no cash value after their expiry date. The bar code of a promotional gift certificate, found in the upper right-hand corner, begins with the letters “OP”.

For packages: The gift certificate has a specific monetary value and can be used to reserve a Spa Village access, an Experience Plus, a massage, a treatment or in the restaurants, in all our Spas Villages. The gift certificate is transferable, but not refundable. The gift certificate is valid until the balance is used up. Our gift certificates have no expiry date.

Promotional gift certificates have no value and are valid for one year, unless otherwise indicated. Please note that they can only be used for the service indicated, and reservations must be made by telephone.

Yes, our gift certificates can be used in all our Spa Villages. Please note that prices may vary from one location to another. Payment must be made at the time of online reservation. Promotional gift certificates can only be used at the selected Spa Village.

If you lose your gift certificate, write to us at info.whitby@thermea.com before your visit and we'll be happy to e-mail it to you.

Please note that to protect the identity and personal information of the purchaser, we will not conduct a search upon your arrival at the Spa Village. Please make sure you have your gift certificate before your visit.

Gift certificates or reservations for Spa Village access, treatments or massages: online purchases only. A valid credit card is required. 

Village purchases: all on-site purchases are made using a contactless wristband linked to your credit card. The card used to make the reservation will be linked to your contactless wristband on the day of your visit.

Tip: Tipping for your massage therapist or esthetician can be made in cash using the provided envelope or with your contactless wristband at the boutique.

Yes, here are your options:

• By e-mail: free and instantaneous • Standard shipping via Canada Post—4 to 7 business days ($5 + tax) • Express shipping via Purolator—1 to 3 business days ($25 + tax)

Gift certificates are shipped as soon as possible after order processing. Processing and delivery times vary according to delivery address. Gift certificates are shipped via Canada Post. We reserve the right to change gift certificate shipping charges at any time without notice. All shipping charges are in Canadian dollars. Sales tax is calculated according to the Spa Village province. We cannot guarantee delivery to addresses outside Canada.